O2 Reviews

Name: O2
Rating: 1.40

1.4 Rating 1,158 Reviews

9 %

of reviewers recommend O2

Company Reviews

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Metrics

1.4

Based on 1,158 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Next Day
Accurate And Undamaged Orders	Greater than 72%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult

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"The Reading assistant manager of O2 lost the most important memories of the 1st month of my newborns life, just to get a sale.\r\nMy husband went in as he had broken his phone and needed a new one. I met him at the shop and when talking to the assistant manager he said I could get an upgrade with a \u00a3200 cash back. I thought it sounded good but said I need to back up my phone. Whilst looking through my phone to see how to back it up properly the assistant manager put his hand out and said let me do it... I thought he wouldn't be in that position if he didn't know what he was doing... I handed him the phone and proceed to tell him I have alot of invaluable memories on there that I do not want to lose to which I was told he knows what he's doing. He said it was backed up handed me my phone and we went home to find nothing from my old phone was coming up on the new one. We went back to O2 the same day to be told I was being impatient and that I needed to leave it and let it all load up on the new phone. Extremely worried and distressed I went on to my laptop to see if my Google had been backed up with photos and videos but there was nothing. I logged on to my samsung cloud, again nothing backed up. We left it 24hrs and went back to O2. We were waiting for the same guy to have a look when another assistant took alook and saw that the phone had not been backed up properly. Finally the AM took the phone, reset and charged it, something started to happen, he was addiment that he had done it right because all the photo's from before it was last backed up by myself had started coming through. I told him these were from 2023 but again I was being told I was wrong and that I needed to let the phone do it's thing. We went home another 24hrs went by and nothing. I knew all the memories of my third trimester to the 1st month of my newborns life were gone and there was no way of getting this back. I couldn't bring myself to go back in the shop and talk to the assistant manager without getting angry or bursting into tears. I emailed O2 complaints explaining what had happened, I wasn't even looking to get anything out of it, just to make sure that this doesn't happen to ANYONE ELSE! and I've heard nothing back from them. I'm beyond heartbroken and crying all over again writing this and so so angry that they treat their customers this way! I will be going back to O2 and demanding that my contract is cancelled. I want nothing to do with them ever again."

Keeley

Jince Jose

Anonymous

Anonymous // 01/01/2019

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“It has been taken over by Virgin, and since then everything has been overcomplicated. I can no longer get at my bill. My username is an unused talktalk address and there is no way to change it. I have been with Cellnet/O2 since mobiles were invented, but this is the end for me”

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Posted 1 week ago

“Ordered a new phone a week ago with a promise of next day delivery. One week on, no phone and no one answering the shop phone. A visit to the shop revealed staff with little interest in resolving the problems. Seems once you've spent your money, all further interest stops. Shocking customer service, if only I'd listened to reports on how the Virgin Media culture has affected 02!!”

Helpful Report

Posted 2 weeks ago

“Hideous customer service and prices. Always have to visit the store for anything. O2 app updates information after fking eternity. Customer service can be a bit helpful but the company is down worst fobbing customers with the Volt Sim. I didn’t agree on that so why should I pay for something haven’t been in use at all. EE is at least decent asking for a bit higher price but service and speeds are guaranteed”

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Posted 2 weeks ago

“Try to charging me double phone bills When i had already paid the first time so I shouldnt be getting double charge phone bills And then saying haven't paid it when I had. Seriously what people do hire as from my experience with your company it's been nothing but negative and I have to kick off to get things sorted which I shouldn't have to do. In my opinion stay way clear of virgin media and o2”

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Posted 3 weeks ago

“Easily the worst company I've ever had to deal with, they slowly jack up your price on whatever plan your on until you notice. Then when you carve out to the time to actually spend the two hours it takes to get through to them, transferring from one Indian person to another. You say you want to cancel and you find out they can give you the same deal for 1/5th the price, its the deal new customers get. It's like they are taxing people for trusting them with their money.”

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Posted 1 month ago

“Horrible horrible company. I have serious medical issues, O2’s service does not work at my property yet they will not let me leave. I am unable to have important and urgent conversations at my own home and driving drops out the signal all the time. Genuinely the worst service I have ever had. Both signal and customer. They closed a complaint with no warning. They genuinely do not care about you. Stay well away.”

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Posted 1 month ago

“I pay monthly for an O2 contract that includes roaming, yet the last two times I’ve travelled my data hasn’t worked for the first 3/4 days. Every time I have to ring customer service which are not the friendliest or easiest to work with, it’s a hassle just to get something fixed that should work automatically. Then, when I get home, my phone also takes way longer than any other provider to connect back to the service and data. For the amount I’m paying, this level of service is completely unacceptable and very disappointing.”

Helpful Report

Posted 1 month ago

“I received a cold call from O2 on Monday this week I explained I was happy with my current supplier and was not looking to change. I then received another call on Tuesday, Wednesday, Thursday Friday and finally today Saturday on each occasion I told the agent I was not interested and asked for my details to be removed from your database. Today Saturday was the last straw. If I receive any further calls from O2 I will be complaining to the police, watchdog,ofcom my MP and any other organisation I can think off.”

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Posted 1 month ago

“I buy new I phone 16 pro from o2 store Birmingham bull street some of problems I am not able to fill my bills then o2 give my account to Lowell’s then I fill my bills to Lowell’s in April 2026 But still my device is black listed I tall with o2 customer sport from last 3 month continuous but I not get any solution also”

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Posted 1 month ago

“Awful experience with this company and its predatory billing practices. I became a 'customer' of O2 when I got a package deal with Virgin Media which included an O2 package (the sim card of which I never used once) as it made my VM Internet package cheaper. Then, after cancelling my VM package, O2 have somehow charged me upwards of £50 just to cancel their package. And worse than that - because I had never used the sim and did not know where it was (probably long since discarded) it was unusually difficult and prohibitive to even cancel the service and pay their ridiculous and unfair charges over the phone. Would give 0 stars if I could. Absolutely grim company. Do not touch with a barge pole. AVOID AVOID AVOID.”

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Posted 1 month ago

“I rarely leave negative reviews, but my experience with O2 has been so poor that I feel it’s important to share. The most concerning aspect is that fraudsters were able to take out multiple SIM-only contracts in my name despite the fact that I wasn’t even an O2 customer at the time. I had not had an active O2 contract or any O2 products for around six months when the fraudulent accounts were opened. Once I discovered what had happened, O2 confirmed that the accounts were fraudulent. Unfortunately, that was the only part of the process that went smoothly. Despite confirming the fraud, O2 repeatedly failed to update their own internal systems. I continued to receive bills and debt collection notices for accounts that O2 already knew were fraudulent. Every time I contacted them, I was assured the matter had been resolved, only for another letter or notification to arrive shortly afterwards. Trying to contact O2 was an ordeal in itself. I sent multiple emails that were never acknowledged or responded to. I also attempted to use the online complaints form, but it simply didn’t work. This left me with no option but to repeatedly contact customer services by phone. Because my account had been blocked as a result of the fraud, almost every phone call began with lengthy delays while staff tried to work out how to access my account. I then had to explain the entire situation again from the beginning, often being passed between departments with no one taking ownership of the case. The most disappointing part of this experience has been the complete lack of accountability. No one appeared willing to ensure the issue was fully resolved from start to finish. Instead, I was left spending hours of my own time chasing O2 to fix a problem that was never my fault. To make matters worse, when the issue was finally resolved, nobody from O2 contacted me to let me know. There was no phone call, no email and no apology. The only reason I discovered the matter had finally been dealt with was because I received an automated email stating that the outstanding balance had been paid. After everything I had been through, I found it astonishing that no one thought to contact me personally to confirm the case had been resolved. I understand that any company can become the target of fraud. What customers remember is how that company responds. In my experience, O2’s internal communication is poor, their systems don’t appear to work together, and the burden of resolving the problem falls on the innocent customer rather than the company. For an organisation of O2’s size, I expected far better. Once fraud has been confirmed, every relevant system should be updated immediately so the customer doesn’t continue to suffer the consequences. Instead, this experience has caused unnecessary stress, wasted countless hours of my time, and completely destroyed my confidence in O2. I sincerely hope O2 reviews its fraud handling and complaints processes so that future victims are treated with the care, urgency and professionalism they deserve. Based on my experience, I cannot recommend O2.”

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Posted 2 months ago

“Good client service three time by the staff member called Alisha”

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Posted 2 months ago

“do you have the shortest customer service and the shortest service?”

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Posted 2 months ago

“I contacted O2 today to find out about a direct debit. I spoke to Sidhi who provided this information promptly. I asked Sidhi about a second phone and she was extremely patient with my frustrations at my limited understanding of how the contracts worked, and lack of knowledge on the whole. Sidhi, took time to explain clearly all parts of the contract answered all of my questions and was an exemplary customer service person. Sidhi was efficient, professional, and made my experience very easy and clear!!!”

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Posted 3 months ago

“I tried to switch to O2, and they told me I would only start paying once I started using the SIM card. However, the SIM card was delayed, and I only received it yesterday. On the same day, I got a message saying I needed to pay £21, even though I had never used the SIM card. I contacted O2, and they said they could give me an £8 discount, but I still had to pay the rest. I explained again that I had not even started using the SIM card. They then told me that if I wanted, I could cancel and I would not be charged anything. I cancelled the contract, but suddenly my credit score dropped because they carried out a hard credit check. Be careful and always read the terms carefully before switching providers.”

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Posted 3 months ago

“Complaint still ongoing after 6 months Where do I begin ? Every email says it will close the case in 28 days if nothing is heard. I had an email on 20th April promising a cheque for a compensatory amount would be sent but by an unspecified date. Needless to after 3 weeks nothing has come so I wrote again. They had the nerve to tell me to phone another department to sort it out myself. In total disbelief I sent the following email : "Yet again you have chosen to miss the point. It is not my job to contact the team you suggest directly. IT IS YOURS. I have wasted hours of my life either on the phone or by email and it has proved impossible for anyone at O2 to keep a promise or carry out any action offered in an email. DO YOUR JOB AND SORT THIS OUT." Sign up to this company at your peril.”

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Posted 3 months ago

“02 the worst company ever my phone sim got hacked amonth ago 02 have done nothing what’s so ever not took my case seriously I have sent several emails emails which have been totally ignored also phoned up several times and got absolutely no where ur put through to these call centres and they haven’t got a clue all the do is lie and fob you off I have had no phone number now for a month and nobody is helping me sort it out they even had the cheek to take a payment for this month when I haven’t had use of my phone for a month got straight onto my bank and got it refunded they won’t get another penny out of me until they sort this out if they ever do please be aware of this company”

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Posted 3 months ago

“Avoid at all costs, service was terrible I couldn't wait to get away and as they didn't listen to me saying I wanted it cancelled on the end date they charged me an extra 30 days. Using it for my work I struggled every day to get signal I couldn't wait to leave but they keep trying to tie you up. I'm now with 3 and service is amazing”

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Posted 3 months ago

“An hour waiting to get through to them and still nobody answered. The worst customer service!”

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Posted 3 months ago

“The worst network I have ever had. There's no network at my home ever, I can never depend on O2 that it will ever give me 5g network. I cannot depend on it for my work, it never provides any reliable network. In the city, at the station even at the airport (LHR) T2/T3/T4 there has been pathetic network reception. What's the use to take 5g enable phones and 5g enabled network when it doesn't work? Never ever O2, it sucks.”

Helpful Report

Posted 3 months ago

O2 is rated 1.4 based on 1,158 reviews